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UNIVERSAL CREDIT POLICY

Responsible Director: Housing Services Director Responsible Manager: Assistant Housing Services Director Last updated: March 2016 Next update: March 2018

Section D Universal Credit D07 Universal Credit

D07 Universal Credit Policy 1. Policy Objectives 1.1 To provide guidance and information on Universal Credit (UC), claims, payments and

recovery action to ensure that:

The correct Housing cost is paid in the UC payment

An appropriate payment method is agreed with the tenant

Alternative Payment Arrangement’s (APA) are requested when appropriate

Managed payments are requested when the (MP) rent account is 2 months in arrears

Tenants are advised about Discretionary Housing Payments (DHP’s)

Appropriate data is shared with the DWP 1.2 When a UC claim is in payment and arrears accrue, the Income Officer will follow the

D03 Rent Arears Policy to recover the debt.


NCHA Universal Credit Procedure UC Claim Made – Tenant claims UC online. Local job centre will contact tenant and invite them in for an interview. DWP service centre will write to NCHA when a claim has been made – Appendix A or DWP Service Centre will e-mail to advise when a new claim is made by any of our tenants. They will use the e-mail address [email protected] - the contact group is Court Admin. When an e-mail is received the Income Admin Team will forward the information to the Income Officer responsible for the address. Or the Covering Officer if the IO is absent. If it is an IHT customer forward details to [email protected] If it is an HWCS customer forward it to [email protected] DWP will request a rent statement to complete UC claim – Appendix B NCHA Action – The Income Officer must record the DWP UC ref number from the notification letter or e-mail onto the tenants rent account in the UC ref field to enable finance to post payments accurately. Income Officer to contact tenant as soon as we hear about the UC claim from the tenant or UC service centre. Produce Rent Statement when requested – Appendix C. (Capita letter - UC CP20: LANDLORD’S LETTER TO VERIFY RENT FOR UNIVERSAL CREDIT) Income Officers and Customer Advisors are trained to produce this and ensure a copy is scanned to file and they have added a diary note starting with – UC RENT STATEMENT SENT – diary note sent to IO Completing the Rent Statement Add both tenants if tenancy is joint. Check on the service charge schedule that all the elements claimed are eligible; do not include non eligible, items such as water rates or septic tank charges. Calculate the monthly amount due by; Weekly rent /7x365/12 = Monthly Rent Print the rent statement which shows the period the arrears have accrued. The form is then sent to Free Post Plus RTEU-LESU-EXTJ, Universal Credit, Post handling Site B, Wolverhampton, WV99 1AJ. UC Claim Notification

The tenant will receive a letter from the DWP, stating that their “Universal Credit payments will start shortly” – Appendix D.

mailto:[email protected]




Income Officer Action

Income Officer checks rent payment history and vulnerabilities.

If more than two months rent and tenant has Tier 1 or Tier 2 vulnerability – Appendix E, complete Landlord Request for a Managed Payment Form/Rent Arrears Deduction, Appendix F.

Please note, that if you email saved versions of the form from your own email, it will NOT be processed. - Only the official DWP Pdf form will be accepted and can be completed and submitted online from their web site here:- https://www.gov.uk/government/publications/universal-credit-and-rented-housing

Use Either UC47 non secure from your own outlook e-mail or UC47 Secure from your CJSM e-mail account. The Third Party Deduction Code for NCHA is 31080 and this must be quoted on the UC47 Form. Every Income Officer has a Criminal Justice Secure Mail (CJSM) account which you can access at https://www.cjsm.net

If there was a shortfall in the Housing Benefit for; an under occupation charge, ineligible service charges or non dependant deductions, the full or gross rent can be requested on the APA if “it is deemed to be in the tenant’s best interest”. It will be in the tenant’s best interest if there are rent arrears or the tenant is vulnerable. For the letter to accompany the APA application see Appendix H. (Capita Letter - UCMP3: REQUEST FOR MANAGED PAYMENT TO COVER COURT ORDER/RENT ARREARS)

If the there is a joint tenancy and one of the joint tenants has moved out the remaining tenant can ask for all of the rent to be paid by the Housing Cost element of the UC payment. The tenant has to make this request to the DWP at the UC address given above. The letter from the tenant would have to be accompanied by a letter from NCHA stating that the remaining tenant is responsible for all of the rent. Sample letters are available in S drive/Income/Welfare \Reform Folder/Universal Credit/UC Procedure/Letters/JT Tenant Request/JT Left NCHA (Capita Letter UC CP2A: REQUEST FOR WHOLE RENT TO BE COVERED WHERE JOINT TENANT LEFT PROPERTY (tenant template) and Capita Letter UCCP15: CONFIRM ABSENCE OF ONE JOINT TENANT)

Income Officer speaks to the tenant about the request for rent direct and if applicable rent arrears deductions and payment of the under occupation charge. Assume that first payment to the tenant will contain the rent; agree how the first months rent will be paid.

If the DWP agree the APA it will usually be for 3 months. If the arrears will not be less than 8 weeks, request the APA for 6 months

The Alternative Payment Arrangement (APA) form will be completed on line and emailed to; [email protected]

Please note, that if you email saved versions of the form from your own email, it will NOT be processed. - Only the official DWP Pdf form will be accepted and can be completed

https://www.gov.uk/government/publications/universal-credit-and-rented-housing

https://www.cjsm.net/



and submitted online from their web site here:- https://www.gov.uk/government/publications/universal-credit-and-rented-housing


Forms can be posted to the address above if there are problems with the email address.

The DWP can be contacted if there are problems with the APA application process call 0345 266 0041 – 10–12noon and 2 – 4pm

If no rent arrears or vulnerability – Income Officer contacts tenant to agree rent payment, method, time and amount.

Best payment methods are; DD the day after the UC payment is received by the tenant or Credit Union rent account.

Income Officer changes rent payment method to UCCA, UCDD, UCCU, UCCQ, UCAPA, (cash/cheque, direct debit, credit union, alternative payment arrangement / rent direct).

Credit Union Rent Payment and Budget Accounts If benefits are already being paid into a Credit Union account the Universal Credit should continue to be paid into the same account. However, the tenant should be reminded to confirm with the Job Centre Plus when they register for Universal Credit that this will be the case. The Credit Union bank details are: Name: Unit Trust Sort code: 08 60 01 Account No: 20109088 Income Officer task – to change the date of expected payment on the emcuheart website when the date of the Universal Credit payment is known. Go to www.emcuheart.coop , log in/ad hoc variation and change the frequency and start date as appropriate. If a tenant who is already claiming Universal Credit wants to get their Universal Credit paid into a Credit Union account, it can not be done on the telephone, they have to go to the Job Centre Plus to make this change. They need to have ID and sign for the change. Alternative Payment Arrangements / Rent Direct (APA) Rent Direct /APA can be:

Agreed at the initial interview at the job centre by the DWP coach, ask the tenant if this is the case.

Requested by the tenant.




Requested by the landlord.

The DWP work coach can request more frequent UC payments.

APA’s are reviewed by the DWP on a quarterly basis. The Governments aim is to keep at least 75% of payments direct to tenants. It is likely that many applications for APA’s will be refused. See Appendix E for tier 1 and 2 vulnerabilities.

If Rent Direct is in payment already and there are deductions in the Housing Cost Element of UC for; under occupation, ineligible service charges or non dependant deductions. The Income officer can request that the gross rent is paid to NCHA. See Appendix I for letter to the DWP requesting the APA to cover the gross rent. (Capita Letter - UCMP2: REQUEST FOR MANAGED PAYMENT TO COVER TOTAL GROSS RENT – VULNERABLE) Below is the email address to submit APA applications to; [email protected]

The Alternative Payment Arrangement (APA) form will be completed on line and emailed to; [email protected]



UC Payment in Advance to Tenant

The tenant can request UC payment in advance. This will be repaid by deductions to UC over 3-6 months.

UC Claim In Payment

A 7 day waiting time will be effective from 03.08.15 for all UC claims. Tenants should be advised to complete their UC application form as soon as they can because the 7 day waiting time is from the date of application.

If a tenant has been on HB, IS, ESA, JSA or Tax Credits at any time in the month before they make a claim for UC the 7 day waiting period will not apply to them.

The first UC payment to the tenant will be made 1 month and 14 days from the date the UC Claim Form was completed, this date appears on the letter from the DWP – Appendix A.

Payments will then be made monthly on the anniversary of the first payment.

UC payments can be made into Post Office card accounts or Credit Union accounts.

Sanctions will stop 100% of the UC payment. The maximum level of Deductions is 40% of the claimant’s standard allowance.






Income Officer should ask the rent is paid by DD or CURA on the day after the benefit is due. See the section Credit Union Rent Payment and Budget Accounts on previous page.

Finance will post payments using the UC Reference number where it is known.

Income Officer must monitor the payments due by keeping in close contact with the tenant. Until NCHA has completed the changes on CAPITA to make it UC ready, payments should be diarised and prioritised if the payment is not a DD or CURA.

If the arrears rise to 2 months, the Request for a Managed Payment/Rent Arrears Deduction form requesting Third Party Deductions - Appendix F. Appendix F The Alternative Payment Arrangement (APA) form will be completed on line and emailed to; [email protected]

This will be sent with a rent statement Appendix C. (Capita letter - UC CP20: LANDLORD’S LETTER TO VERIFY RENT FOR UNIVERSAL CREDIT).

Below is the email address to submit APA applications to: [email protected]

If the APA is agreed, it will not be implemented immediately, continue to diarise payment and check that tenant pays.

If there is threat of an eviction, an email can be sent to – [email protected]

Please note, that any requests which contain personal details must be emailed from a secure server. Every Income Officer has a Criminal Justice Secure Mail (CJSM) account which you can access at https://www.cjsm.net

Rent Arrears Deduction from Universal Credit – Managed Payments NCHA can apply for Managed Payments (MP) when a tenant has more than 2 months rent arrears. The payments are made 28 days in arrears every 28 days. Awaiting further information on schedule for payments. Consequently there will be one 28 day payment cycle when a payment is not made. The timing of this will depend on the date of the claim. Payments will be by BACS. The DWP will notify NCHA when rent direct has been agreed. Income Officer Action

Speak to the tenant and confirm that NCHA will apply for MP / rent arrears deduction at the rate of 20% in exceptional circumstances where the tenant is not cooperating..

If the tenant is cooperating with the Income Officer, they can request a 10% deduction.

Complete landlord request for a Managed Payment/Rent arrears deduction form Appendix F The Alternative Payment Arrangement (APA) form will be completed on line and emailed to; [email protected]











On page 2 of the form Rent Arrears detail mark yes for Third Party Deductions.

In the additional information box put rent statements attached.

Add a rent statement covering the period when the arrears accrued.

Post the form and rent statement to the free post address above.

The DWP will stop 10 - 20% of the claimant’s standard allowance, with the actual rate determined by claimant’s particular circumstances and any other deductions which may be in place.

When the MP has been confirmed ensure that the tenant knows that they have to pay the full rent from the remaining UC payment.

When arrears have been paid send a letter to the free post address or telephone 0345 6000723.

Continue to chase arrears until the arrears direct payments are in place. Discretionary Housing Payments DHP’s are available for tenants claiming UC if the have a rental liability. DHP’s can provide financial assistance for other costs including; removal costs and rent in advance.


Universal Credit – data sharing with landlords (to be phased in) New regulations which came into force on 13 February 2015 extend the powers for providing and sharing information about Universal Credit claimants. There are two elements to the legislation which allows: 1. The DWP to inform social landlords whenever one of their tenants makes a claim for, or

receives an award of, Universal Credit with housing costs. The DWP will tell landlords whenever one of their tenants claims Universal Credit, or when someone already receiving Universal Credit moves into one of their properties – Appendix A. This is intended so that the landlord can provide welfare support to those tenants that need it, and is expected to mirror the existing arrangements in place for HB, where data is shared between benefit services and social landlords.

The information which may be supplied is:

The identity of the Universal Credit claimant,

That the Universal Credit claimant has a tenancy with the social landlord,

The date on which the claimant made a claim for or was awarded Universal Credit.

When Universal Credit has been awarded:

The date on which the next payment of Universal Credit is due to be paid,

Whether the next payment is the first payment,

The amount of housing costs element in the next payment. Contact Arrangements for the DWP See Appendix G for contact arrangements.


FREEPOST RTEU-LGUJ-SZLG APPENDIX A Universal Credit Post Handling Site B Wolverhampton WV99 1AJ www.gov.uk/universalcredit Telephone: 0345 600 0723 Textphone: 0345 600 0743 If you contact us, use this reference: INSERT CLAIMANT'S NINO 29 June 2016

Insert Landlord Name Insert Landlord's Address Address Address Address Postcode

Dear [Insert Landlord’s name] Claim to Universal Credit with a Housing Costs Element for a Social Rented Sector Tenant We are writing to tell you that a claim to Universal Credit with a Housing Costs Element has been made by the Tenant(s) named below: Tenant 1 Name: <Insert Claimant’s title initial surname> Tenant 1 Date of birth: Insert DD/MM/YYYY (Only complete details for Tenant 2 where they are part of a joint UC Claim and are joint Tenants of the property. Remove this instruction before issue of letter ) Tenant 2 Name: <Insert Joint Claimant’s title initial surname> [delete as appropriate] Tenant 2 Date of birth: Insert DD/MM/YYYY [delete as appropriate] Address: Insert 1st Line of Claimant’s address Line of address Town/City Post Code Date of Claim to Universal Credit: Insert DD/MM/YYYY Yours sincerely Office Manager


FREEPOST RTEU-LGUJ-SZLG APPENDIX B Universal Credit Post Handling Site B Wolverhampton WV99 1AJ

www.gov.uk/universalcredit

Telephone: 0345 600 0723 Textphone: 0345 600 0743

If you contact us, use this reference: INSERT CLAIMANT'S NINO

29 June 2016

Insert Landlord

Name Insert Landlord's Address Address Address Address Postcode

Dear [Insert Landlord’s name]

Housing Costs Element for a Private Rented/Social Rented Sector Tenant [delete as appropriate]

Tenant 1 Name: <Insert Claimant’s title initial surname>

(Only complete details for Tenant 2 where they are part of a joint UC Claim and are joint Tenants of the property. Remove this instruction before issue of letter)

Tenant 2 Name: <Insert Joint Claimant’s title initial surname> [delete as appropriate]

has/have [delete as appropriate] stated that they are live at:

Address: Insert 1st Line of Claimant’s address 2nd Line of Claimant’s address Town/City Post Code

To enable us to consider an award of the Housing Costs Element of Universal Credit, can you please provide us with a current Tenancy Agreement / Rent Book / Letter which confirms the information below:

For Private Rented Sector [delete this section if Claimant in Social Rented Sector]

name(s) of all tenants on the tenancy agreement

property address

current rent and frequency (for example. monthly, weekly)

Landlord/Agent details (name, address)


Signed and dated by the Landlord/Agent

For Scottish addresses only, to enable us to consider an award of the

Housing Costs Element of Universal Credit, can you please provide us with confirmation that you have registered the property at the above address on www.landlordregistrationscotland.gov.uk. Were registration is not appropriate to this property, can you please provide us with further details

For Social Rented Sector [delete this section if Claimant in Private Rented Sector]

name(s) of all tenants on the tenancy agreement

property address

current rent and frequency (for example. monthly, weekly)

breakdown of rent type, frequency and amount of each service charge

number of bedrooms

Landlord/Agent details (name, address)

Rent free weeks (where applicable)

Signed and dated by the Landlord/Agent

Yours sincerely

Office Manager

http://www.landlordregistrationscotland.gov.uk/


APPENDIX C UC CP20: LANDLORD’S LETTER TO VERIFY RENT FOR UNIVERSAL CREDIT Landlord’s name: Landlord’s address: DWP Office: Date: 29/06/2016 Dear Sir/Madam Subject: Rent Account & Tenancy Details for Housing Cost Verification

Claimant’s name: Click here to enter text. Partner’s name: Click here to enter text.

Claimant’s address: Click here to enter text.

Date of Birth: Click here to enter text. Partner’s DOB: Click here to enter text.

NINO: Click here to enter text. Partner’s NINO: Click here to enter text.

Tenancy Start Date: Click here to enter text.

The above named claimant/s has made a claim for Universal Credit - please find below details of their current rental liability and rent arrears.

Weekly Rent details:

Basic Net Weekly Rent £Click here to enter text.

Total UC Eligible Service Charges: £Click here to enter text.

Click here to enter text. £Click here to enter text.





Total UC Ineligible Service Charges: £Click here to enter text.




Total Gross Weekly Rent: £Click here to enter

text.


Current Rent Account Balance: Click here to enter text. Number of Rent Free Weeks: Click here to enter text.

Number of Bedrooms: Click here to enter text.

Please find enclosed a copy of their tenancy agreement, OR Unfortunately we do not have a copy of their tenancy agreement because Click here to enter text. If applicable: although the Tenancy Agreement is in joint names between Click here to enter text. and Click here to enter text. I can confirm that Click here to enter text. no longer lives at the above address and Click here to enter text. is therefore liable for 100% of the rent. We are unable to give Click here to enter text. a sole tenancy because Click here to enter text. If you require any additional information, please do not hesitate to contact me using the details below. Yours faithfully


APPENDIX D

Dear <Title> <Surname>

Your Universal Credit payments will start shortly

Thank you for giving us the information we need and for accepting your Claimant Commitment. Based on what you’ve told us, your first payment will be £<xxx.xx>. This will be paid on <payment date>. After this, you will be paid £<xxx.xx> on the <payment day including ordinal> day of each month. <[if payment date is 28th or lower] You’ll be paid earlier when your payment day falls on a weekend or bank holiday.>< [if payment date is greater than 28th] You’ll be paid earlier in months with fewer than <number from payment date> days, or when your payment day falls on a weekend or bank holiday.> These payments will continue unless your circumstances change. The table below explains how we worked out your payment. If you need more information, contact us using the phone number or address at the top of this letter. To keep receiving Universal Credit you must do all the things set out in your Claimant Commitment. If your circumstances change, you must tell us straight away by phoning 0845 6000 723. If any changes affect your Universal Credit, we’ll write and let you know. Because you receive Universal Credit you may be eligible for other benefits. For more information about this, please go to www.gov.uk/universalcredit Yours sincerely Office Manager

Building/Office location Office Type Street Town County Postcode www.gov.uk/universalcredit

Telephone: 0845 6000 723 Textphone: 0845 6000 743

If you contact us, use this reference: <NINO> <NSG date>

<Title> <Initial> <Surname>

<Address1><Address1><Address1><Address1>Postcode


How your Universal Credit payments are worked out

This is based on your circumstances between <start date of assessment period> and <end date of assessment period>

1. First, we bring together the basic parts of Universal Credit that apply to you.

Standard allowance for you Housing element Child element <This is based on x children> Disabled child element Childcare element Carer element Limited Capability for Work element

£ xxx.xx £ xxx.xx £ xxx.xx £ xxx.xx £ xxx.xx £ xxx.xx £ xxx.xx

Amount £ xxx.xx

2. Next, we take account of any non-work income and other benefits you receive, as well as your savings and capital.

<type of income> The amount shown for each item is the amount you’ve told us you get. It may be a monthly or non-monthly amount – for example, you may have told us about weekly or fortnightly payments. We take off the monthly amount of these items. Income from £ xxxx.xx savings and capital. We take £1.00 into account for every £250 you have over £6000

£ xxx.xx £ xxx.xx

The total we take off for these items is: £ xxx.xx

3. We then take account of your take-home pay

Take-home pay is what’s left after tax, National Insurance and any pension contributions have been deducted. We’ve estimated your take-home pay for this period to be £ xxx.xx The first £XX.XX of your take-home pay doesn’t affect your Universal Credit monthly amount. Every £1.00 you earn in take-home pay over this £XX.XX reduces your Universal Credit by 65 pence.

£ xxx.xx


The total we take off for take-home pay is: £ xxx.xx

4. Lastly, we take account of any loans, advances, sanctions, penalties, deductions, overpayments or third party payments you have.

<reason for deduction>

£ xxx.xx

The total we take off for these items is: £ xxx.xx

Total adjustments £ xxx.xx

Your Universal Credit monthly payment for this period £ xxxx.xx

What to do if you think this decision is wrong

You, or someone who has the authority to act for you, should phone or write to us within one month of the date of this letter. You can ask us:

for a written statement of reasons for this decision

to look at the decision again. There may be something you think has been overlooked, or you may have more information that affects the decision. We call this a Mandatory Reconsideration.

When we have looked at the decision again, we will explain our reasons in a Mandatory Reconsideration Notice. This will include information you’ll need if you wish to appeal.

You cannot appeal now. You can only appeal after you have asked for a Mandatory Reconsideration and we have looked at the decision again.

If you contact us later than one month after the date of this letter, we may not be able to look at the decision again or we may only be able to change it from the date we hear from you. As you can only appeal against the decision if we have done a Mandatory Reconsideration, it is important that you contact us straight away.

We are committed to treating people fairly, regardless of their disability, ethnicity, gender, sexual orientation, transgender status, age, religion or beliefs. Please contact us if you have any concerns.


APPENDIX E

Factors to consider for Alternative Payment Arrangements Tier One Factors – Highly likely/probable need for Alternative Payment Arrangements

Drug/alcohol and/or other addiction problems e.g. gambling

Learning difficulties including problems with literacy and/or numeracy

Severe/multiple debt problems

In temporary and/or supported accommodation

Homeless

Domestic violence/abuse

Mental health condition

Currently in rent arrears/threat of eviction/repossession

Claimant is young; a 16/17 year old and/or a care leaver

Families with multiple and complex needs Tier Two Factors – Less likely/possible need for Alternative Payment Arrangements

Third party deductions in place (e.g. for fines, utility arrears, etc.)

Claimant is a refugee/asylum seeker

History of rent arrears

Previously homeless and/or in supported accommodation

Other disability (e.g. physical disability, sensory impairment, etc.)

Claimant has just left prison

Claimant has just left hospital

Recently bereaved

Language skills (e.g. English not spoken as the ‘first language’)

Ex-Service personnel

NEETs – Not in Education, Employment or Training


USE ADOBE VERSION: UC47 - APA & Managed Payment Request Form.pdf

This is a request for: (tick only one option)

Managed Payment

Rent arrears

Both

Tenant Details

Tenant Name

Partner Name (if applicable)

Address

Tenant National Insurance Number

DoB / /

Partner National Insurance Number

DoB / /

Tenant's reference number.

(BACS payment identifier)

Rent payment frequency

Landlord request for a Managed Payment / Rent arrears deduction

APPENDIX F


Amount of rent payable (£)

Service charge (£) e.g. £1.49 Details e.g. Gardening

Service charge (£) Details





Total payable (£)

Number of rent free weeks ( zero if none)

Number of bedrooms

Joint Tenancy (Yes/No)

Amount of arrears (£)

PTO

Landlord Details

Full Name

Address

Telephone Number

Bank Account Number 04113719

Sortcode 30 - 00 - 02

Account Name NCHA


Roll Number (if appropriate)

Rent Arrears Details Do you want to apply for a Third Party Deduction to repay

existing rent arrears? Yes/No

If 'Yes' please provide your Department for Work and Pensions creditor

reference number (if known)

Additional information

Signature Date

What is the purpose of this form?

This form is used to request a managed payment or a rent arrears deduction, or both.

What is a Managed Payment or a Rent Arrears Deduction?

When a tenant has accrued arrears to the value of two month's rent or more, we can make managed payments to you as their landlord. We can also take steps to recover any rent arrears through deductions from their Universal Credit payment

When a tenant has accrued arrears to the value of one month's rent due to repeated underpayment, we will look at personal budgeting support for them and consider making managed payments to you as their landlord, if appropriate.

What information must I provide?

To progress your request for the managed payments, it must to be linked to the tenant's Universal Credit claim. In order to do this, you must provide the National Insurance number of your tenant. If the National Insurance number is not known, then please provide their date of birth.


The following evidence must also be provided before a managed payment and deductions can be considered:

1. Proof of rent arrears. This must show the current balance on the rent account including the amount of rent outstanding and the amount of rent due on each payment period. A rent book, rent statement or letter from yourself addressed to the tenant on letter-headed paper, are all acceptable.

2. A full breakdown of exactly how the rent arrears have been calculated, e.g. the period over which the arrears have accrued. 3. A full breakdown of exactly how the rent amount is calculated (e.g. service charges, water rates, tv aerial fees, etc.)

What happens next? When completed this form should be returned to: Universal Credit Post Handling Site B Wolverhampton WV99 1AJ

Once we have received the completed form and evidence, a decision will be made whether to make a managed payment and deductions. We will advise you and your tenant of the decision in writing.


APPENDIX G

A new escalation telephony service line for Registered Social Landlord and Local Authority (LAs) Housing Cost enquiries will be launched 4 June 2015 Issue Registered Social Landlords and Las have expressed concerns around the way their urgent enquiries are handled and escalated within the Universal Credit (UC) Service Centre. UC currently operates a process whereby social Landlords and Las can escalate queries via a dedicated email inbox and if they receive no reply, they can call a dedicated telephone extension number answered by the Housing costs Team. However, the volume of calls to this number is making this process unsustainable and therefore requires a fully dedicated telephony service line. Solution A new dedicated telephony service line will be launched 4 June 2015. From this date the previous service number 01204 514474 will become obsolete. The new number is 0345 266 0041 and will be available Monday to Friday 10 – 12 noon and 2 – 4 pm. To avoid high volumes at 10 am and 2 pm we recommend that Landlords and LA’s stagger their calls across the two periods. Under no circumstances should this number be given to claimants/tenants. This new service line is only to be used once the current ‘business as usual’ escalation routes have failed. Prior to calling the new service line Registered Social Landlords and LA’s will be required to complete the following process:


↓ ↓

→ →

→

→ →

Only after completing the ‘business as usual’ process and not receiving a satisfactory outcome within the timescales, should Registered Social Landlords and LA’s call the new service line. Any appropriate calls will be redirected to the appropriate channel and investigate/analysed for root cause.

Please note, that if you email saved versions of the DWP Forms from your own email, it will NOT be processed. - Only the official DWP Pdf forms will be accepted and can be completed and submitted online from their web site here:- https://www.gov.uk/government/publications/universal-credit-and-rented-housing


Please note: This facility is a temporary arrangement for use in the current UC Live Service and may not form a part of the Digital delivery of UC services.

‘Business as Usual’ Process New Service Line

Registered Social Landlord

Local Authorities

For cases where there is an immanent threat of eviction Mark Emails as ‘Urgent Eviction’ for response with 24 hrs

If no response within timescales call new service line 0345 266

0041

Call main UC Service Line 0845 6000723

Email the Housing Team [email protected]

Non Urgent emails will be responded to within 5 working days




APPENDIX H

Our Ref:

Nottingham Area Team

Date: FREEPOST RTEU-LGUJ-SZLG Universal Credit Post Handling Site B Wolverhampton WV99 1AJ Dear Sir / Madam, Re: Request for managed payment to cover full gross rent Claimant’s name: Claimant’s address: National Insurance Number: Please find attached our request for a managed payment for the above claimant. This request is being made because the claimant has rent arrears amounting to two month’s rent or more. I understand that the default is to pay, as a managed payment for arrears, an amount equal to the housing costs element included when the claimant’s entitlement to Universal Credit is assessed. I am aware that this claimant’s housing costs element does not cover their full gross rental liability because: There are ineligible services. There is a reduction due to the Bedroom Tax because they are deemed to be living a

property too large for their needs. There are one or more non-dependant deductions.

Regulation 58 (1) of the Universal Credit, Personal Independence Payment, Jobseeker’s Allowance and Employment and Support Allowance (Claims and Payments) Regulations 2013 states: The Secretary of State may direct that universal credit be paid wholly or in part to another person on the claimant’s behalf if this appears to the Secretary of State necessary to protect the interests of—(a) the claimant; (b) their partner; (c) a child or qualifying young person for whom the claimant or their partner or both are responsible; or (d) a severely disabled person, where the calculation of the award of universal credit includes, by virtue of regulation 29 of

12/14 Pelham Road Sherwood Rise Nottingham NG5 1AP Phone: 0800 0138555 Fax: 0115 910 4445 Web: www.ncha.org.uk Email: [email protected] Report a repair: 0800 317861 email [email protected]


the Universal Credit Regulations, an amount in respect of the fact that the claimant has regular and substantial caring responsibilities for that severely disabled person. This means that you are able to make a managed payment to us to the value of the claimant’s total gross rent – i.e., including any shortfall due to the Bedroom Tax, non-dependents etc. – if it is in the interests of the claimant or a member of the claimant’s household to do so. I am therefore requesting that the amount of the managed payment be equal to the claimant’s gross rent, that being £xxx.xx a week (please see attached evidence of this). This is because I believe this amount is needed to protect the interests of the claimant and / or a member of their household because: Add Details Thank you for your consideration of this matter. Yours faithfully


APPENDIX I

Our Ref:

Nottingham Area Team Date: Universal Credit Post Handling Site B Wolverhampton WV99 1AJ Dear Sir / Madam, Re: Request for managed payment to cover full gross rent Claimant’s name: Claimant’s address: National Insurance Number: A managed payment is already in place for the above claimant due to their vulnerability. I understand that the default is to pay, as a managed payment for arrears, an amount equal to the housing costs element included when the claimant’s entitlement to Universal Credit is assessed. I am aware that this claimant’s housing costs element does not cover their full gross rental liability because: There are ineligible services. There is a reduction due to the Bedroom Tax because they are deemed to be living a

property too large for their needs. There are one or more non-dependant deductions.

Regulation 58 (1) of the Universal Credit, Personal Independence Payment, Jobseeker’s Allowance and Employment and Support Allowance (Claims and Payments) Regulations 2013 states: The Secretary of State may direct that universal credit be paid wholly or in part to another person on the claimant’s behalf if this appears to the Secretary of State necessary to protect the interests of—(a) the claimant; (b) their partner; (c) a child or qualifying young person for whom the claimant or their partner or both are responsible; or (d) a severely disabled person, where the calculation of the award of universal credit includes, by virtue of regulation 29 of the Universal Credit Regulations, an amount in respect of the fact that the claimant has regular and substantial caring responsibilities for that severely disabled person.

12/14 Pelham Road Sherwood Rise Nottingham NG5 1AP Phone: 0800 0138555 Fax: 0115 910 4445 Web: www.ncha.org.uk Email: [email protected] Report a repair: 0800 317861 email [email protected]


This means that you are able to make a managed payment to us to the value of the claimant’s total gross rent – i.e. including any shortfall due to the Bedroom Tax, non-dependents etc. – if it is in the interests of the claimant or a member of the claimant’s household to do so. I am therefore requesting that the amount of the managed payment be equal to the claimant’s gross rent, that being £xxx.xx a week (please see attached evidence of this). This is because I believe this amount is needed to protect the interests of the claimant and / or a member of their household because: ADD DETAILS Thank you for your consideration of this matter. Yours faithfully

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